Customer Success Operations Specialist

Job highlights

• What You ll Need . 1-2 years of experience in customer-facing or backend support roles,preferably in SaaS or tech-based companies
• Standardize and improve existing operational workflows to ensure a more delightful customer experience

Why Reelo

At Reelo, we re on a mission to empower restaurants and retail businesses to market like the world s top brands without needing a big team or budget. We make it incredibly simple for businesses to capture customer data, gain insights, and drive repeat purchases through smart, automated engagement.

We re building something meaningful and lasting and we want teammates who are curious, collaborative, and driven by purpose. If that s you, we d love to meet.

About the Opportunity

We re looking for a Customer Success Operations Specialist who will act as the operational backbone for our Customer Success team. You ll be the go-to person for ensuring our users receive seamless support in executing campaigns, setting up automations, and managing communication assets like WhatsApp headers. This is a critical role that combines process execution, customer communication, and tactical problem-solving.

Location: Ahmedabad, Gujarat (Work from Office)

What You ll Do

• Assist users with campaign setups, WhatsApp headers, SMS Headers, auto-campaigns, and other day-to-day platform operations via calls, chats, or emails.
• Coordinate between Customer Success Managers and users to resolve operational bottlenecks quickly.
• Guide customers in executing key features ensuring they understand how to use Reelo s tools effectively.
• Conduct regular follow-ups with users for pending assets or campaign approvals to ensure timely go-lives.
• Maintain detailed records of customer interactions and resolutions using internal tools.
• Provide feedback to product and tech teams based on recurring customer issues or requests.
• Standardize and improve existing operational workflows to ensure a more delightful customer experience.
• Own SLAs and make sure user requests are resolved accurately and on time.

What You ll Need

• 1-2 years of experience in customer-facing or backend support roles, preferably in SaaS or tech-based companies.
• Proficiency in both English and Hindi for effective communication across user segments.
• Ability to clearly explain steps and troubleshoot issues over calls.
• Strong organizational and multitasking skills with a sharp eye for detail.
• A calm and solution-oriented mindset, especially during high-pressure scenarios.
• Comfort with using CRM and customer support tools.
• A passion for simplifying things and helping people get unstuck.

Nice to Have

• Basic understanding of marketing concepts or SaaS platforms.
• Experience working with WhatsApp Business, Gupshup, or similar tools.
• Familiarity with tools like Intercom, Freshdesk, Hubspot, or similar platforms.

At Reelo, we value progress over perfection. If this role excites you even if you don t meet 100% of the qualifications we d love to hear from you.

Let s grow together.